The Call Centre Training Specialist plays a key role in developing and delivering high-impact training programs to enhance agent performance. This position is ideal for someone passionate about coaching, driving business results, and ensuring service excellence in a dynamic environment.

Key Responsibilities

• Deliver training on technical products, sales techniques, objection handling, and sales pipeline management to optimize agent performance.
• Coach and mentor teams to enhance service quality and efficiency.
• Continuously refine training strategies and materials in alignment with company standard operating procedures.
• Ensure teams provide accurate, professional, and consistent customer service.
• Act as a subject matter expert to uphold knowledge excellence.
• Measure training effectiveness and support performance improvement initiatives.
• Collaborate with divisional managers to optimize processes and training delivery.
• Conduct refresher courses and manage knowledge assessments.

Minimum Qualifications and Experience

• Bachelor’s degree in Human Resources, Management, Training & Development, or a related field.
• Relevant training certification.
• Experience with Listener (software) is advantageous.
• Call Centre experience is preferred.
• Security or operations management experience is a plus.
• Minimum of 3 years’ experience in a training role.
• Proficiency in Microsoft Office.
• Experience in the security industry is an advantage.
• Valid Code 08 driver’s license.

Main Duties

New Hire Induction & Onboarding

• Conduct comprehensive induction training for new agents.
• Ensure agents understand company policies, procedures, and customer service standards.
• Provide hands-on product and system training to build confidence and competence.
• Ensure all IT, phone, and job-specific requirements are set up for new employees.
• Maintain training assets such as computers, headsets, and projectors.

Product, Technical & Soft Skills Training

• Deliver ongoing product, technical, and service training.
• Coach agents on effective communication, sales techniques, and problem-solving skills.
• Conduct refresher training sessions to address knowledge gaps and improve performance.

Performance Coaching & Development

• Identify training needs through call monitoring, performance reviews, and feedback.
• Work with team leaders to develop targeted coaching plans.
• Conduct one-on-one coaching sessions to improve efficiency and service quality.

Compliance & Quality Assurance

• Ensure adherence to company policies, compliance regulations, and industry standards.
• Conduct knowledge assessments and quality checks to maintain training effectiveness.
• Provide feedback based on quality audits and support performance improvement.
• Work closely with the National Quality Assurance Manager on training initiatives.

Training Materials & Reporting

• Develop and update training materials, scripts, and knowledge bases.
• Maintain accurate records of training attendance, assessments, and progress.
• Provide training reports and insights to management for continuous improvement.

Continuous Learning & Support

• Organize monthly training sessions and workshops.
• Assist in implementing new processes, tools, and customer engagement strategies.
• Act as a subject matter expert, keeping agents informed on industry trends.

Administration

• Update and maintain call centre SOPs, memos, and documentation.
• Support documentation requirements for internal and external audits.

Behavioral Competencies

• Strong analytical and problem-solving skills.
• Familiarity with traditional and modern training techniques.
• Strategic and creative mindset.
• Growth-oriented approach to learning and development.
• Excellent organizational and time management skills.
• Strong verbal and written communication abilities.
• Attention to detail with a focus on quality.
• Ability to manage projects effectively.
• Adaptability and resilience under pressure.
• Strong interpersonal skills to engage with diverse personalities.
• Commitment to delivering results and meeting customer expectations.